IVR is an automated telephone system that combines pre-recorded messages with a DTMF interface to engage callers, allowing them to provide and access information without a live agent. It performs actions and provides necessary output based on the caller’s input via voice response. It can improve call flow and reduce wait times of customer, which leading higher overall customer satisfaction.
IVR system can help increase customer satisfaction and improve contact center operations and KPIs. It can provide information or, if the issue is more complex, route callers to a human agent.
Types of IVR
Single Level IVR is an automated structure that utilizes the Auto-Receptionist feature. It is automatic reception allows calls to be answer autonomously with a predetermined or personalized recording.
Multi-level IVR takes your inbound calling system to the next level. This is adopted by businesses where the calls are required to process to a granular level related to presence of several departments and sub departments with varied products and services offered within the business. This system gives your business a competitive edge in the current business market.
How does it work?
Firstly, IVR that customers will encounter when calling a contact center. It will greet the caller with a prerecorded message, then provide them with some menu options.
For example, users will be ask to press one or say “Support” to be direct to the service department, press two or say “Support” if they want to speak with someone in the sales department, and so on.
IVR solutions support multilevel menus and It can transfer the call to a specific team.